Workforce Management Specialist in Orem, Utah at Mira Home

About Mira Home - Pest Control:

At Mira Home, we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don’t have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed. Taking care of people is at the heart of everything we do, and that starts with our team. Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.

The Workforce Management Specialist is responsible for the day-to-day scheduling, forecasting, and real-time performance management of our Customer Care Center (CCC) within NICE CXone. This role builds and maintains agent schedules, monitors real-time attendance and adherence, develops staffing forecasts, and tracks utilization and occupancy to ensure the center consistently meets service level goals.

This role is highly detail-oriented and lives inside our workforce management software daily, translating data into staffing decisions that keep the Customer Care Center running efficiently and our Specialists set up to succeed.

Pay & Benefits

Base Pay:

$20 an hour

Additional Benefits:

Health Savings Account (HSA)Health, Dental, and Vision InsurancePaid Time OffHQ Building PerksHow You Win in This RoleCommunicationClearly communicate schedule changes, forecasts, and adherence expectations to Team Leads and SpecialistsTranslate WFM data into simple, actionable updates for leadershipProactively flag staffing risks before they impact service levelDevelopmentHelp Team Leads understand how scheduling and adherence connect to team performanceSupport the growth of scheduling and forecasting knowledge across the CCCContinuously build expertise in NICE CXone’s WFM toolsAlignmentEnsure staffing plans align with forecasted volume and business prioritiesPartner with Customer Care leadership to keep scheduling consistent with company goalsMaintain a unified approach to attendance, adherence, and coverage standardsInnovationIdentify opportunities to improve forecast accuracy and scheduling efficiencyRecommend improvements to WFM processes as the business growsFully leverage NICE CXone’s workforce management capabilitiesLeading PeopleInfluence staffing outcomes through data, clarity, and consistencySupport Team Leads as a trusted partner on coverage and performanceHelp build a culture of accountability around adherence and attendanceYour Role in ActionScheduling & StaffingBuild, maintain, and adjust agent schedules within NICE CXone to align staffing with forecasted call volumeManage time-off requests, shift bids, and schedule change requests in accordance with staffing needs and company policyMaintain accurate skill-based routing and queue configurations in coordination with the operations teamForecastingDevelop and refine call volume and staffing forecasts using historical data and current trendsSupport long-term capacity planning by analyzing trends in call volume, handle time, and staffing requirementsReal-Time Management & AdherenceMonitor real-time adherence and intraday performance, flagging and addressing schedule deviations as they occurTrack and report on key WFM metrics, including adherence, utilization, occupancy, and shrinkagePartner with call center leadership to identify staffing gaps, coverage risks, and opportunities to improve efficiencyReporting & InsightsPrepare and distribute regular reporting on attendance, adherence, and forecast accuracy to leadershipIdentify trends and recurring issues affecting service level and staffing efficiencyProcess ImprovementIdentify process improvements within workforce management workflows and recommend solutionsSupport onboarding and training on WFM tools and processes as neededWhat You Bring to the TableStrong understanding of workforce management principles, including forecasting, scheduling, adherence, utilization, and occupancyAbility to work independently, manage competing priorities, and meet deadlines in a fast-paced environmentExcellent organizational skills and high attention to detailStrong written and verbal communication skillsProficiency with Microsoft Excel or similar tools for data analysis and reportingPreferred QualificationsMinimum of 1 year of experience in a workforce management role within a call center or contact center environmentDirect experience with NICE CXone or a comparable WFM/contact center platformExperience supporting a multi-site or multi-location call center operationProficiency in Microsoft Office and Google SheetsAlignment with Mira ValuesUnited – Keeps staffing and scheduling consistent and aligned across teamsCaring – Builds schedules and coverage that set Specialists up to take care of customersIntentional – Uses data to make deliberate, informed staffing decisionsTransformative – Continuously improves how the CCC forecasts, schedules, and staffsWork Location

In person